Customer Care Representative

Elite Direct Management Inc. is a marketing firm in Pomona that understands the struggle of working from home with bad Wi-Fi. We’re hiring a Customer Care Representative to spark sales by introducing Frontier’s reliable fiber-optic internet and TV services to the neighborhood. The Customer Care Representative will be the hero who explains why symmetrical gigabit speeds are the only way to survive a Monday morning full of video meetings.

As a Customer Care Representative, you'll master making fiber fascinating through training in our technology and engagement strategies. The Customer Care Representative's sales strategy uncovers gaps during territory visits, and their consultative sales presentations showcase how Frontier's symmetrical speeds turn streaming disasters into seamless experiences.

Core Functions of the Customer Care Representative

• Advocate for Frontier Fiber internet and TV packages, positioning them as Pomona’s premier residential connectivity solutions. 
• Assess household connectivity challenges, recommending fiber and TV services optimized for high‑capacity streaming and multi‑device usage.
• Facilitate service enrollments and account setups efficiently, ensuring compliance and meeting sales production goals.
• Deploy Frontier’s promotional incentives, including no‑contract offers and installation credits, to strengthen customer confidence.
• Protect customer data and validate residential documentation, ensuring compliance across fiber and TV activations

Education & Experience Needed for the Customer Care Representative

• High school diploma or GED required; Bachelor’s degree in Marketing, Business Administration, or related field preferred but not mandatory.
• Experience in sales, hospitality, or customer support roles, with proven success in achieving performance targets and driving customer adoption.
• Exceptional communication skills, translating fiber‑optic service features into customer‑friendly solutions.
• An analytical mindset to evaluate household connectivity needs, delivering insights that enhance territory sales performance and promotional outreach.

Preferred Skills for the Customer Care Representative

• Adapts communication style to match customer needs and sales goals.
• Handles objections calmly while maintaining forward sales momentum.
• Collaborates with team members to improve overall residential sales performance.
• Applies data-backed explanations to reinforce fiber sales recommendations.
• Represents Frontier’s fiber offerings with clarity, credibility, and sales focus.